Remote User Troubleshooting Process

1. Have you restarted the PC / ThinClient?

2. Do you have a working internet connection [or green Kaseya Icon (L) if appliccable]?

3.
a Is your cable modem and router powered on and connected to your PC?
b. Have you power cycled them both (if no, do modem first, then router)?
c. are you getting connected/ready green lights on the modem?
d. is the standby light on?

*(typical environments connect the cable modem to port 1 on a router (WAN) and then connect the PC on port 2 (LAN) on the router.)

4. When you double click the RDP icon, do you get a prompt for username and password?